Technical Support Engineer (L2) Engineering · Melbourne ·

Fortiro; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Fortiro, a fintech, is seeking a Technical Support Engineer to be on the frontline of platform support for a cloud-based fraud-detection platform. You will own the alert queue, triage incidents, and drive resolution within SLA, escalating with clear handovers.

You'll work with AWS services including CloudWatch, OpenSearch, ECS, Lambda, and Step Functions, logging actions for audit and improving runbooks. This hybrid role covers evenings, weekends, and holidays to protect enterprise SLAs.

Qualifications

• Experience providing technical support in SaaS/cloud environments.
• Ability to reason from symptoms to source before following a runbook.
• Clear, calm written communication under pressure.

Responsibilities

• Own the alert queue during rostered windows and drive resolution or escalation within SLA.
• Investigate in AWS CloudWatch and OpenSearch; understand ECS, Lambda, SQS/SNS, RDS, S3.
• Execute runbooks precisely; log every action for audit and post-incident review.
• Escalate with a clean handover: symptoms, evidence, actions taken, business impact.
• Cover rotating shifts including evenings, weekends, and public holidays to protect enterprise SLAs.
• Coordinate incidents through to mitigation and contribute to post-incident reviews.
• Partner with the Cloud Observability Engineer to flag noisy alerts and automation opportunities.
• Maintain and grow the runbook library, escalation matrix, and known-issues log.

Skills

Technical support experience

SRE mindset

Strong written communication

Tools

AWS CloudWatch

OpenSearch/Elasticsearch

ECS

Lambda

Step Functions

SQS/SNS

RDS

S3

Job description

About Fortiro

Fortiro is a fintech whose AI-powered platform helps leading banks and financial services customers in Australia, New Zealand, and globally detect financial crime and automate verification in lending and insurance.

Role Mission

Fortiro’s platform underpins fraud detection for major banks and financial services customers operating to 24/7 SLAs. The Technical Support Engineer is the first line of response on our platform support team: owning the alert queue, investigating in CloudWatch and OpenSearch, resolving what the runbook covers, and escalating cleanly when it doesn’t.

Key Responsibilities

• Own the alert queue during rostered windows: acknowledge, triage, and drive each alert to resolution or escalation within SLA.
• Investigate directly in AWS CloudWatch and OpenSearch, using knowledge of the platform architecture including but limited to ECS, Step Functions, Lambda, SQS/SNS, RDS, and S3 to know where to look first.
• Execute runbooks precisely; log every action for audit and post-incident review.
• Escalate with a clean handover: symptoms, evidence, actions taken, business impact.
• Cover a rotating shift pattern including evenings, weekends, and public holidays to protect enterprise SLA commitments.
• Coordinate incidents through to mitigation and contribute to post-incident reviews.
• Partner with the Cloud Observability Engineer to flag noisy alerts, missing signals, and candidates for automation.
• Maintain and grow the runbook library, escalation matrix, and known-issues log.

What you’ll bring to the role

• Experience in a technical support, NOC, SRE-adjacent, or platform operations role in a SaaS or cloud environment.
• Hands-on with AWS CloudWatch (metrics, alarms, Log Insights) and OpenSearch / Elasticsearch (queries, tenant/request filtering, cross-service correlation).
• Ability to hold a mental model of a distributed system and reason from symptoms to likely source before opening a runbook.
• Working familiarity with AWS core services: ECS, Lambda, Step Functions, SQS/SNS, RDS, S3.
• Strong triage instincts and disciplined runbook execution; clear, calm written communication under pressure.
• Basic scripting (Bash, Python, or similar) for repetitive investigation steps.
• Availability to work rotating evenings, weekends, and public holidays.
• Bonus: exposure to financial services, fraud detection, or regulated SaaS.

Why Fortiro

• Impact: Support the platforms that protect major banks from financial crime.
• Growth: Clear path into SRE, observability, or platform engineering as the business scales.
• Culture: Inclusive, flexible, hybrid working with a long-term investment in our people.